Host Paul Morrison talks with The Hackett Group IT Transformation Practice Principals Scott Holland and Mike Fuller about how IT must adapt to its changing role in the business, balance the need to “keep the lights on” with the development of emerging capabilities, and use digital transformation to improve agility, enhance the customer experience, and drive greater value to the enterprise.
The episode begins with Scott and Mike talking about their views on the purpose of technology. First, it is used to enhance the experience of the customer. Along with this, technology is used to meet the rapid changes businesses face, especially since the need for technology has accelerated over the last year. They talk about how technology and IT has affected global workforces in helping them remain open and active. Because of changes that occur, Scott and Mike share how there must be a continuous innovation of products and services, all aiming at providing an easy and efficient customer service experience.
Next, Paul asks Scott and Mike about the goals behind digital acceleration. They begin by sharing the goal of becoming a valued business partner for businesses and driving new changes and innovation to help them grow. Another important aspect they bring up is seeing the cost that goes into digital acceleration as an investment. Investing in new and upcoming digital tools and programs has many advantages, and they spend some time talking about these and the research that shows how these advantages increase efficiency. Technology is a key aspect in an efficient business and is worth investing in.
Lastly, Paul asks Scott and Mike to look at digital acceleration in light of the 5 essential digital business capabilities. First is digital engagement, where the guests share how a main goal in digital acceleration is to enhance the experience of employees, customers, and partners and being able to serve them in different ways. Next is digital workforce organization which points to the skills required in a digital workforce and how IT is used to orchestrate change to adapt to customer demands. Third, the guests talk about digital service optimization which is centered in the digital processes and how to leverage these types of technology to increase efficiency and meet the expectations of customers. Going along with this, they then move on to the digital ecosystem which is aimed at all the various parts of IT and how they work together. Lastly is analytics driven business insight, where the guests talk about various ways to use analytics and how to analyze data.
Paul concludes the podcast by asking Scott and Mike to share some examples they have seen of how this is done well in companies. They include two different businesses, one that enhances the intelligence of the architecture and managing of buildings and the other a digital factory that increases efficiency in cargo ships. They share how both of these businesses have been able to use technology to run productive businesses that increase efficiency and reduce cost.